Turning Tough Around: Skills for Managing Critics

It starts with framing and shared values

David GoldbergRail-Volution 2014

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Lessons learned from surveys and focus group research, including…

• National surveys of voters conducted by T4America, the Rockefeller Foundation, NRDC and Ford Foundation 2010-2013

• Focus group research by T4America 2010-11• Millennials poll by Rockefeller and T4America

2014• State and Regional Surveys conducted in

Pennsylvania, Colorado, Oregon, Minnesota, Ohio, New Jersey and the Atlanta metro area.

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In focus groups, voters across the political spectrum describe the “future of transportation” as one in which

public transportation plays a more prominent role.

“There will be trains everywhere..terminals where you

can get everything.” – Suburban Atlanta Democrat

“(I see) sleek, fast, quiet trains covering wide distances, going through the

countryside.” – Suburban Detroit swing voter

“There will be friendlier neighborhoods where you could

walk…not disconnected streets.” - Suburban Denver swing voter

“(Public transportation) would be a well oiled machine that would work smoothly and be reliable…you would

arrive when you’re supposed to.” – Suburban Atlanta Democrat

“If you build it, they will come. (People) will use it.”

– Richmond Republican woman

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Only one in five Americans backs building new roads as the best solution for traffic.

2012 National Voter Survey for NRDC

201220092007

201220092007

201220092007

201220092007

0% 10% 20% 30% 40% 50% 60%

42%47%

49%

21%25%26%

20%20%21%

17%8%

4%

Which of the following proposals is the best long-term solution to reducing traffic in your area?

Improving public transportation

Developing communities where people do not have to drive as

much

Building new roads

All/None/DK/NA

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56%

31%

27%

22%

20%

19%

9%

16%

8%

10%

7%

9%

4% Ranked by % Combined Choice

Safer streets for our communities and children

More transportation options

Less money spent out-of-pocket on transportation

A faster commute to/from work

Less time spent in the car

High speed inter-city travel

More predictable travel times

First Choice – 42%

By a significant margin, Americans say safer streets should be the primary objective of increased

infrastructure investment.

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Demographic Groups Safer Streets

More Options

Spend Less

Money

Faster Commute

Less Time In

Car

High Speed Travel

Men 46% 32% 27% 22% 23% 22%

Women 65% 30% 26% 22% 18% 16%

Urban Residents 50% 34% 22% 24% 19% 24%

Suburbanites 56% 30% 26% 23% 22% 18%

Rural Residents 64% 28% 34% 14% 17% 14%

Car Commuters 53% 33% 28% 26% 21% 21%

Non-Car Commuters 56% 39% 22% 25% 10% 28%

Do NOT Commute 58% 28% 26% 17% 21% 16%

And, while there are some percentage differences among demographic groups, safety still ranks at the

top of everyone’s list.

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Americans believe expanding options is a key to our future.

53%

48%

85%

79%

Total Agree Column2

The United States would benefit from an expanded and improved public transportation

system, such as rail and buses.

In order for the United States to remain the world’s top economic superpower we need to

modernize our transportation infrastructure and keep it up to date.

*Data from a Jan/Feb 2011 Hart Research/Public Opinion Strategies Poll

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Americans do not feel they have options now, but would like them.

73%66%

23%32%

Agree Disagree

Strongly Agree42%

Strongly Agree56%

Strongly Disagre

e17%

Transportation Statements

*Data from a Smart Growth America survey conducted February 27-March 2, 2010

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Look at what people told us are the realities

of driving now.

“Trust me. I hate driving.”

“It is affecting my quality of life. We have all knocked our head

on the steering wheel…(driving in traffic congestion) is making

life really unpleasant.”

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But keep in mind, this is an OPTION, not a replacement. Few in our focus groups can even imagine giving up having a car or multiple cars.

Having a car is too expensive and too much trouble I want to live where I

don’t need one as much.

*Data from a Ford Foundation survey conducted by Harris Interactive 4th quarter, 2010.

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Transportation Messages

Agree

Infrastructure spending on roads, trains, and buses create jobs and help the economy get stronger. 75%

The federal government should stop focusing only on car-oriented systems, and start balancing the funding more toward public transportation. 68%

We need to rethink the way we develop housing and transportation in this region. The way we have been doing it isn’t working for most people. 66%

Bikeways, sidewalks, and trails are as important as any other kinds of transportation routes. 64%

I would prefer to live in a lively town center or downtown area if it was safer and more affordable than it is now. 45%

Having a car is too expensive and too much trouble. I want to live where I don’t need one as much. 34%

© Ford Foundation, 2010. Poll conducted by Harris Interactive 4th Qt 2010

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Another formulation of this message tested late last year was the second

strongest tested.

*Data from a Smart Growth America survey conducted November 16-22, 2010

Investing in transit options can reduce the number of miles driven in a community by as much as 58%. If we reduce the number of miles we drive, we’ll also reduce our dependence on oil.

47%Very

Convincing

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In national polling the concept of “fix it” tests well.

Establishing a “fix-it-first” policy that focuses, as much as possible, on

maintaining our existing networks of roads, bridges, and public

transportation systems before building new ones.

49% 86%

Total Agree Column2

*Data from a Jan/Feb 2011 Hart Research/Public Opinion Strategies Poll

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In the focus groups, voters clearly state that “fix it” to them should mean “fixing how people get

around” their communities, not just filling pot holes.

• “You’ve got to fix the pot holes, sink holes, and crumbling bridges. It’s a danger.”

• “But, we need to get bigger and bolder, too. We want to gamble on a huge benefit.”

• “We need to extend Marta, so it has more routes, make it accessible, so you could really use the system.”

• “We need a just do it attitude.”-Atlanta respondents discussing a ‘fix it” approach to transportation

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Voters FAVOR maintaining existing infrastructure and funding public transportation

OVER building new roads

*Data from a Smart Growth America survey conducted November 16-22, 2010

Which one of these do you feel should be the top priority as your state makes its plans for how best to use its transportation funding in 2011?

Which one of these do you feel should be the top priority as your state makes its plans for how best to use its transportation funding in 2011?

This table has been ranked by the highest percentage Percent

Maintaining and repairing roads, highways, freeways, and bridges 51%Expanding and improving bus, rail, van service, biking, walking, and other transportation choices 33%Expanding and building new roads, highways, freeways, and bridges 16%

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In the focus groups, we often run into a roadblock in imagination about how new options could alter their current

world experience.

• “Realistically, people will use their cars.”• “I would never use it, so I don’t know why I should pay

for it.”

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“As I read each one, please tell me whether you agree or disagree with that particular statement. Transportation infrastructure funding decisions are based

more on politics than on need.”

Key Sub-Groups Strongly Agree

Men 62%

Women 62%

Urban Residents 58%

Suburbanites 67%

Rural Residents 54%

Car Commuters 60%

Non-Car Commuters 55%

Do NOT Commute 65%

Total Agree85%

Total Disagree

13%

Don't Know 2%

62% Strongly

Agree

Nearly everyone agrees that transportation funding decisions are politically driven.

*Data from a July 2009 Greenberg/Public Opinion Strategies Poll

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Here are some statements made by those who oppose any change in Colorado’s system for transportation funding. For each statement, tell me whether it is very convincing, somewhat

convincing, or not very convincing argument.Q24: Existing transportation revenues would be sufficient if spent more

efficiently and with less waste.

Denver Arapahoe, Douglas, Jefferson

Adams, Broomfield, Boulder

Greeley, Ft. Collins Colorado Springs, Pueblo

Western slope, plains0%

10%

20%

30%

40%

50%

60%

70%

80% 77% 77% 78% 79%76% 78%

21% 22%18% 18%

21% 19%

1% 1%4% 2% 2% 3%

Convincing Not Convincing Unsure

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AccountableGovernment officials must be held accountable for how our transportation tax dollars are spent. We cannot afford to build more roads, while existing roads are in disrepair.IncomeExpanding and improving our transportation options will help those of poor or modest incomes or those without cars have a way to get to their jobs, training programs or school.HealthA better network of roads and trails that are safe for walking and bicycling would help Americans stay active and healthy. Kids could walk or bike to school, families and workers would have better transportation options, and those who choose to walk or bicycle can be healthier.ProgressIt has been 50 years since government really looked at our transportation needs. We need our leaders to have their eyes on the future and invest in modern transportation options, including public transportation. We cannot rely on yesterday’s transportation options in our 21st century economy.

52%

48%

44%

41%

% Very Convincing

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84%

85%

81%

81%

% Total Convincing

Americans over-estimate what their state spends on public transportation…

If you had to guess, what proportion of every dollar your state spends on transportation would you estimate currently goes to improving and maintaining public transportation – like buses or trains?

0-10%11-20%21-30%31-40%41-50%51-60%61-70%71-80%81-90%

91-100%

DK/NA/Ref0% 5% 10% 15% 20% 25% 30% 35% 40%

35%14%

8%3%3%

1%1%1%

0%0%

36%

16.2%Average amount among those offering an opinion

2012 National Voter Survey for NRDC

…and still would like that proportion nearly doubled.

If you were in charge of your state’s transportation budget, what proportion of every dollar would you spend on improving and maintaining public transportation – like buses or trains?

0-10%11-20%21-30%31-40%41-50%51-60%61-70%71-80%81-90%

91-100%

DK/NA/Ref0% 5% 10% 15% 20% 25% 30% 35% 40%

21%11%11%

6%12%

2%1%1%

0%1%

34%

28.1%Average amount among those offering an opinion

2012 National Voter Survey for NRDC

However, even after citizens hear how little their state actually takes in in gas taxes, they remain averse to an increase.

How acceptable would you find a proposal to increase gas taxes by $.05 per gallon to fund improvements to roads, highways and public transit in your state?

Very acceptable

Somewhat acceptable

Not too acceptable

Not at all acceptable

DK/NA

0% 10% 20% 30% 40% 50%

18%

21%

18%

39%

4%

TotalNot Too/At All Acceptable57%

TotalAcceptable39%

2012 National Voter Survey for NRDC

For focus group participants a gas tax was a clear non-starter.

The immediate and overwhelmingly negative reaction to a gas tax – evident also in recent polling – cannot be over-stated.

One Philadelphia area woman burst out “Oh dear God!” upon being queried about a gas tax, and the immediate reaction was immediate and negative across all the groups.

“There’s no alternative to gas at the moment. Once you have this beautiful transportation infrastructure in place and driving is purely

optional, then you could put a significant tax on [gas]. But for now there’s no choice.” - Raleigh

male

There was a strong sense that the timing for a gas tax increase is wrong -- when the price of gas is already so high and many feel it will go higher.

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First of all, Americans are saying that higher gas prices are here to stay.

Rising Gasoline Prices

“Here are a series of events that have occurred recently. For each one please tell me whether you see this as an isolated event that is happening at this time or part of a larger

change that will continue for some time to come?”

*Data from an NBC/WSJ survey conducted March 31-April 4, 2011.

Isolated/Happening At This Time

Larger Change/Will Continue

Voters have far more confidence in local government than state or federal government.

Voters will support public spending that will benefit them in tangible, local ways.

Most voters view transportation infrastructure as an economic investment.

So why did 3/4 of transit funding measures pass last November?

Though concerned about the economy, voters are becoming more confident about their personal financial situation.

Concern about tax rates remains relatively low.

Stress the economic benefits of the measure in terms of job creation – both direct and indirect.

Make low per-household costs clear.

Highlight specific, flagship projects that are locally important.

Strategies for Local Revenue Success

Emphasize that funds will be spent locally – not at the state level.

Highlight fiscal accountability provisions – audits, oversight, public disclosure, sunset provisions, etc.

Data Collected by NALEO

Latinos, for example. Though their voting rate has lagged their population share, it is growing dramatically.

49% of voters of color report using transit, biking or carpooling in the past month, compared to 32% of whites.

51% of voters of color support increasing transit as the best solution to traffic, compared to 41% of whites

84% of voters of color support their local government investing more to improve transit – including buses, trains, and light rail – compared to 65% of whites

This is good news for transportation, as communities of color evidence stronger support for public transportation.

2012 National Voter Survey for NRDC

MetLife Market Institute

Millennials are changing the equation: The largest cohort, and most diverse

25%

All others

75%

Share of Population

White60%

His-panic19%

African-American

14%

Asian/

Pa-cific Is-

lan-der4%

Other3%

Racial Distribution

Millennial

Millennials are more likely than others to want more transit and less driving, but are less likely to say it is not convenient.

2012 National Voter Survey for NRDC

Statement % Agree – All Voters

% Agree – Millennials

My community would benefit from an expanded and improved public transportation system, such as rail and buses.

64% 71%

I would like to spend less time in my car. 55% 66%

I would like to use public transportation more often, but it is not convenient to or available from my home or work.

61% 53%

Millennials changing the equation4 in 5 want to live where they have a variety of options to get to jobs, school or daily needs;

3 in 4 say it is likely they will live in a place where they don’t need a carApr 2014 survey Rockefeller Foundation and Transportation for America • 18-34 year olds• 10 U.S. cities (Chicago, NY, San Francisco, Charlotte, Denver, LA,

Minneapolis, Nashville, Indianapolis, Tampa-St. Petersburg• 95% confidence with a ±3.7% margin of error

Millennials changing the equation

66% say that access to high quality public transportation is one of the top three criteria for deciding where to live next.

Apr 2014 survey Rockefeller Foundation and Transportation for America • 18-34 year olds• 10 U.S. cities (Chicago, NY, San Francisco, Charlotte, Denver, LA,

Minneapolis, Nashville, Indianapolis, Tampa-St. Petersburg• 95% confidence with a ±3.7% margin of error

Turning Tough Around: Skills for Managing Critics

David Goldbergdgoldberg@T4America.org

THANK YOU!

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Turning Tough Around:Skills for Managing Critics

Sam O’Connell, AICPRail-Volution 2014

Minneapolis/St. Paul, Minnesota

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Transit Projects Are Complex• 5 Cities, 1 County• 17 new stations• 16 miles of track

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• Project Elements Guideway Stations and station access Park and ride facilities Pedestrian/bike facilities Connecting bus facilities Roadway facilities Operation and maintenance facilities System elements Public space/art Landscaping

Transit Projects Are Complex

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Pre-2013: Feasibility Studies, Alternatives Analysis, Federal and State Environmental Documentation

•Project Development

2013•M

unicipal Consent

2014

•Engineering, Supplemental DEIS, Final EIS

2015

•Full Funding Grant Agreement

2016

•Heavy Construction

2016-18

•Passenger Operations

2019

Transit Projects Take Time

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Transit Projects Engage Many Stakeholders

Cargill

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Many, Many, Stakeholders

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Earning and Keeping Public Trust

• Transparent

• Responsive

• Accountable

• Collaborative

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Fail to Plan, Plan to Fail

• Elements you control You

Your purpose

Your setting

Your resources

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You

• Center yourself

Stance

Voice

Gestures

Eye Contact

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Your Purpose

• Purpose

• Goals

• Outcomes

• Participant’s Goals

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Your Setting

• Location

• Layout

• Format

• Time

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Your Resources

• Staff

• Research

• Materials/Equipment

• Lifelines:• Open ended questions• Meeting agenda• Flip charts• Facilitator• Community representative

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Tough Crowds: Moving Forward

• Way-off topic rants

• Audience does not engage

• Your facts, their facts

• Managing agenda and time

• Real threat to safety and security

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More Information

Online:

www.SWLRT.org

Email:

sam.oconnell@metrotransit.org

Twitter:

www.twitter.com/southwestlrt

PlaceMatters is a non-profit think tank for civic engagement and process in planning.

Today’s Topics

What is participation? Turning Tough Around

– Key concerns raised today– Tactics used to disrupt meetings and processes– Tactical and authentic responses– Key ingredients of a low conflict meeting

Communicating with complexity

What is participation?

Public engagement is any process that involves the public in decision-making

Includes the promise that the public’s contribution will influence the decision

Why bother?

Democratic principles

Mutual learning

Better decisions

Greater buy-in to final decision

Enhanced relationships, social

capacity

Core principles

Clearly define roles, responsibilities and expectations (e.g. observers, reviewers, advisors, deciders)

Consider the needs and interests of all participants, including decision-makers

Provide the information needed to participate in a meaningful way

Communicate to how input will be used, and how it affected the final decision

Key considerations

What is the decision to be made? Who makes the decision? Who has a stake in the outcome of

the decision?

Concerns and interests that can be

addressed in this process

Universe of concerns and interests important to various stakeholders

Key considerations How will decisions be made Different roles in the process

inform consult involve collaborate empower

Civic Engagement Spectrum

Source: International Association for Public Participation

i nfl uence ove r dec i s i ons

http://www.iap2.org/

Public participation goal

impart informationseek information or feedbackengage as participantswork as partnersplace final decision-making in the hands of the public

InformConsultInvolve

Collaborate

Empower

The participation promise

we will keep you informed

we will implement what you decide

InformConsultInvolve

Collaborate

Empower

The participation promise

we will work with you to ensure your concerns and aspirations are reflected in the alternatives developed

InformConsultInvolve

Collaborate

Empower

The art and science of engagement

Selecting the right level of engagement How much can the stakeholder

influence the decision? What input from stakeholders will

help inform the decision? What resources are available? At what stage in the process will

input be most helpful?

Selecting the right level of engagement (example)

Define problem

Gather info

Establish

criteria

Develop options

Evaluate Decide

Inform X X

Consult X X

Involve X

Collaborate X

Empower

Selecting the right set of tools

Level of engagement

Cost/benefit analysis

Tailored to multiple audiences

Layered opportunities to engage

Keeping the participation promise in the face of disruption

Dynamics of Group Decision Making

NEWTOPIC

DECISIONPOINT

DIVERGENT THINKING CONVERGENT THINKING

FAMILIAROPINIONS

DIVERSE PERSPECTIVES

✓GROAN

ZONE

DIV

ER

SIT

Y O

F ID

EA

S

TIME

From: Facilitator’s Guide to Participatory Decision-Making

Turning Tough Around

Examples of disruption tied to concern

Discussion points

What tactics are being used to disrupt meetings?

What are some genuine concerns being raised?

For the organizer, what worked and what could have been done differently?

Putting yourself in the shoes of others, what might be some appropriate changes to process to accommodate different opinions?

Lessons learned

A few things to know about Agenda 21

Understanding the history behind concerns

Process & timing can save or kill a meeting

Responding accordingly– Preparations ahead of time– Things to do at the public meeting– What worked and areas for

improvement

Be Prepared

Know what is being said on local blogs, local meetings, and in the media

Find out if there have already been meetings with elected officials, public or private, with disruptions or polarized confrontations

If so, what are some of the key concerns?  

Building Local Constituencies

Recruit people what are respected in the community for having balanced opinions to help with key components of the process

Dealing with Orchestrated Attacks

While some participants are genuinely concerned about the consequences of the process on their property rights and local autonomy and are there to learn, others maybe there primarily to disrupt and discredit the process.

Ingredients of a low conflict meeting

Ground rules Structure of meeting Transparency techniques Capacity building

Staying on top of the game

Denver Schools Example

Source: Denver Post Online

Contingency plans

• What to do when one or more individuals try to disrupt the meeting with confrontational questions but remain respectful of the process

• What to do when several individuals repeatedly disregard the ground rules and demand a different process

• What to do when the meeting is impossible to get back on track (Worse case scenario)

Additional Resources

APA materials Smart Growth America Orton Family Foundation R.B. Hull, a professor at VA Tech PlaceMatters

Communicating with Complexity

Tools and Techniques

Working with Different Stakeholders within Different Contexts

Interactive meetings

Brainstorm ideas online

Neighborlandvisit neighborland.com

Brainstorming with translation

“Go to them” techniques

Portable Walk-the-line, Denver

Experimenting with place making

Pop up designTactical urbanism

Ken Snyder303.964.0903ken@placematters.orgwww.placematters.org